I am trying to set up a sort of multi-layer structure with osTicket and am looking for your input.
Here's the scenario:
I'd like to handle tickets from multiple organizations (customers) in a single osTicket install.
Each organization/customer should have a dedicated agent. No problem here.
This is were my issues begin:
It does not seem to be possible to limit visibility of tickets based on organization alone.
I'd like to have an agent who can see ALL tickets from a sepcific organization, even if the ticket was not assigned to him - but NOT all the other tickets in the system.
I'd also like to limit the agents being shown in the "assign ticket" dropdown to specific agents in relation to the organization.
Problems arise at the moment when the primary agent for an organization assignes the ticket to another agent. The ticket then dissapears for him since "access only to assigned ticket" is checked for the agent.
Is there a way around that?
Have an agent access all (and ONLY) tickets assigned to a specific organization?
Limit visibility of the list of agents during ticket re-assignment?
Why is this important?
Most of my customers have some sort of dedicated IT person within the company who should take care of tickets. If he gets stuck he should be able to reassign the ticket to 2nd level (aka me).
But then the ticket dissapears from his/her ticket list and he/she is unable to track the tickets' progress.
Also the full list of agents is visibile during re-assignement, including agents from different companies/organizations/customers who use the same structure.
Do you guys have any idea on how to configure osTicket in this scenario? 🙂